# Re-engagement message

The error **“Re-engagement message”** is commonly returned by the **WhatsApp Business API** when a business attempts to send a message outside the allowed service window, without using a **pre-approved message template (template/HSM)**.

This error indicates that the **24-hour session messaging window has expired**.

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### What is WhatsApp's 24-Hour Window?

In the WhatsApp Business API ecosystem:

* The business can send **free messages (session messages)** only **within 24 hours after the user's last reply**.
* After that period, **any new message initiated by the business must be a template approved by Meta**.

Otherwise, the API returns the re-engagement error.

{% content-ref url="../../../../relate/message-templates-meta/maximum-support-time/24h-window-whatsapp-api" %}
[24h-window-whatsapp-api](https://docs.sprinthub.com/en/topics/relate/message-templates-meta/maximum-support-time/24h-window-whatsapp-api)
{% endcontent-ref %}

***

### What does “Re-engagement message” mean?

The **re-engagement message** occurs when:

* The user **has not replied to any messages in the last 24 hours**
* The business attempts to send a **regular message (non-template)**
* WhatsApp blocks the send to protect the user experience and avoid spam

📌 This control is performed automatically by Meta.

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### Error Code

* **Code:** `131047`
* **Description:** Re-engagement message
* **Source:** WhatsApp Business API (Meta)

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### Practical Example

1. A customer sends a message today at 10 AM
2. The business responds normally until tomorrow at 10 AM
3. After that time:
   * ❌ Sending free messages is not allowed
   * ✅ Only the following is allowed to be sent **approved templates**

If the business tries to send a regular message after this deadline, the error **131047 – Re-engagement message** will be returned.

***

### How to Resolve the Re-engagement Error

#### ✅ 1. Send a Message Template

Use a **message template previously approved by Meta** to restart the conversation.

Common examples:

* Service confirmation
* Return notice
* Status notification
* Commercial follow-up message

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#### ✅ 2. Wait for the User's Reply

As soon as the user replies:

* The **the 24-hour window is reopened**
* Normal session messages become allowed again

***

### Best Practices to Avoid the Error

* Always validate if the conversation is **within the 24-hour window**
* Set up automations to:
  * Automatically use templates outside the window
  * Prioritize quick user responses
* Avoid excessive promotional messages
* Use clear and objective templates for re-engagement

***

### Official Meta Reference

Official WhatsApp Business API documentation:\
🔗 <https://developers.facebook.com/documentation/business-messaging/whatsapp/support/error-codes>

📌 **Code for reference:** `131047`